Complaints procedure

At My Medical Gateway, we want every patient to have a positive experience. If something hasn't gone as expected, please let us know. We'll always do our best to put it right.

If your complaint is about MMG

If your complaint relates to our platform, booking process, payments or customer service, please email us at:

[email protected]

Please include your name, booking reference (if you have one) and a brief description of the issue. We aim to acknowledge all complaints within seven working days and will investigate the matter as quickly as possible.

If your complaint is about your treatment

Your medical treatment is provided by your chosen MMG Accredited Healthcare Provider under your Patient Treatment Contract.

If your complaint concerns your hospital, surgeon, nursing care or any aspect of your treatment, it should be made directly to the Healthcare Provider using its own complaints procedure. If you're unsure who to contact, we'll be happy to point you in the right direction.

We're always looking to improve

We take all feedback seriously. Every complaint helps us improve our platform and maintain the high standards we expect from both MMG and our Accredited Healthcare Providers.

For further information about your rights when using the MMG platform, please see our Terms of use.